Technical Support Engineer

Job Description

The IBM EMM Tealeaf team is looking for Software Engineers to help support existing releases of IBM EMM Tealeaf products. The ideal candidate will have a deep Level 2 troubleshooting and working experience on enterprise class software products. We are looking for dynamic individuals who posses excellent communications skills and are able to work effectively with our Customer Support Group, and directly with customers. Outstanding organizational skills and the ability to work in a team environment are a must. Provide first line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximizing customer satisfaction. � Respond to, resolve and document all incoming cases reported by customers via telephone, web, and other support channels as required. � Provide assistance with explanation of product features, installation and configuration and deployment of product upgrades and software patches. � Conduct independent research in order to find solutions to customer reported problems. As appropriate, escalate cases to Engineering and track cases through closure. � Prepare FAQ�s, upgrade notes, how to documents and other support documents. � Effectively utilize customer support soft skills to maintain a positive working relationship between Tealeaf and its customers and partners. � Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction. * 4-10 years of desired experience required * 4-6+ years technical support experience in an enterprise software company; web applications or business intelligence software strongly preferred � Bachelor�s degree in Mathematics, Computer Science, Electrical Engineering or equivalent related field. � Formal training in web technology and academic understanding of applications and code. � Knowledge and/or background in HTML, JavaScript, XML, Windows 2000, basic networking, IIS required. Knowledge of some of the following preferred : Apache, UNIX/Linux, ASP(X), J2EE, TCL. � Understanding of web systems (physical, logical, hardware, software). Understanding of how the different components in a web system fit together and affect each other. � Proven customer relationship skills. * BE/B. Tech/MCA/M. Tech * Minimum 16 or more years of education required * Total 6 to 8 years of desired experience required # Required Skills - Technical and Non Technical Web Application software Business intelligence software HTML, JavaScript, XML, Windows 2000, basic networking, IIS Basic back ground of Applications coding OS - AIX, Solaris, HP, Windows